Tara Brady has joined Provident Bank as first vice president, customer experience director. The financial institution says the newly created position underscores its commitment to elevate the customer experience.
In her new role, Brady will be responsible for crafting and executing strategic initiatives that improve the customer experience across all touchpoints. She will collect, analyze and synthesize information to produce actionable outcomes for a best-in-class customer experience, and she will also establish and execute a roadmap for a Voice of the Customer and Net Promoter Score program, refining it on an ongoing basis and communicating its status to executive stakeholders.
“We are striving to transform the organization to consistently engage customers with superior interactions with measurable results,” Robert Capozzoli, senior vice president, chief marketing officer, said. “Tara’s successful track record as a recognized customer experience leader and her passion for developing a customer-centric culture that turns customers into fans and advocates, makes her a perfect fit to lead this critical initiative.”
Brady has more than 10 years’ experience invigorating and transforming the sales and customer experience cultures of high performing financial institutions. Most recently, she was director of member experience for Affinity Federal Credit Union. She has also held senior leadership positions with WSFS Bank and Wells Fargo.